RDP - Remaote assistance

Hello all, I have 20 remote users (sales team) in 3 countries who we need to
support remotely. Most tasks are completed using TSC however problems arise
when we need to instruct a user.

We had been using VNC and/or Netmeeting but these are just too slow across
the internet and not very secure.

The problem I face with Remote assistance is as follows:
1.User are not very computer literate and believe it or not have trouble
initiating the request.
2. All users are behind a DSL router and the PC's use a class A private
address.
3. If a user sent a request it would send the request with the private
address rendering the request useless unless the user has connected to the
VPN which is not always a viable option.

The question is this: is it possible, what is the syntax, and which is the
file to create customized requests without time limit, that I could provide
to the remote users based upon thier individual connection settings. Each
user has a static IP on the DSL connection and the routers have a port
forward setup for 3389 to the internal address.

Cheers

If the sales force are using XP Professional computers, you simply turn on
the remote desktop option (right click on "My Computer", Choose
"Properties", "Remote" tab, check remote desktop checkbox to "Allow Users to
connect remotely to this computer")

Then you will be able to connect to their computer using Remote Desktop
Client using the user's public IP address and username and password to get
to their desktop (The user will not have to ask for assistance through their
computer). This will lock them out while you work on their computer. If they
log back into their session, it will kick off the remote user and the user
will be able to take their computer back.

If you need further assistance, you can e-mail me:
forumsATsmart-technology.biz
(replace AT with the @ symbol)

"7B4" <(E-Mail Removed)> wrote in message news:43c59e1a$(E-Mail Removed)...
> Hello all, I have 20 remote users (sales team) in 3 countries who we need
> to support remotely. Most tasks are completed using TSC however problems
> arise when we need to instruct a user.
>
> We had been using VNC and/or Netmeeting but these are just too slow across
> the internet and not very secure.
>
> The problem I face with Remote assistance is as follows:
> 1.User are not very computer literate and believe it or not have trouble
> initiating the request.
> 2. All users are behind a DSL router and the PC's use a class A private
> address.
> 3. If a user sent a request it would send the request with the private
> address rendering the request useless unless the user has connected to the
> VPN which is not always a viable option.
>
> The question is this: is it possible, what is the syntax, and which is the
> file to create customized requests without time limit, that I could
> provide to the remote users based upon thier individual connection
> settings. Each user has a static IP on the DSL connection and the routers
> have a port forward setup for 3389 to the internal address.
>
> Cheers
>

Thanks Steve but not quite what I was looking for. As I said I need to
instruct. I think I also mentioned we already use that method for
diagnostic/configuration purposes.

"Steve Martin" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> If the sales force are using XP Professional computers, you simply turn on
> the remote desktop option (right click on "My Computer", Choose
> "Properties", "Remote" tab, check remote desktop checkbox to "Allow Users
> to connect remotely to this computer")
>
> Then you will be able to connect to their computer using Remote Desktop
> Client using the user's public IP address and username and password to get
> to their desktop (The user will not have to ask for assistance through
> their computer). This will lock them out while you work on their computer.
> If they log back into their session, it will kick off the remote user and
> the user will be able to take their computer back.
>
> If you need further assistance, you can e-mail me:
> forumsATsmart-technology.biz
> (replace AT with the @ symbol)
>
> "7B4" <(E-Mail Removed)> wrote in message news:43c59e1a$(E-Mail Removed)...
>> Hello all, I have 20 remote users (sales team) in 3 countries who we need
>> to support remotely. Most tasks are completed using TSC however problems
>> arise when we need to instruct a user.
>>
>> We had been using VNC and/or Netmeeting but these are just too slow
>> across the internet and not very secure.
>>
>> The problem I face with Remote assistance is as follows:
>> 1.User are not very computer literate and believe it or not have trouble
>> initiating the request.
>> 2. All users are behind a DSL router and the PC's use a class A private
>> address.
>> 3. If a user sent a request it would send the request with the private
>> address rendering the request useless unless the user has connected to
>> the VPN which is not always a viable option.
>>
>> The question is this: is it possible, what is the syntax, and which is
>> the file to create customized requests without time limit, that I could
>> provide to the remote users based upon thier individual connection
>> settings. Each user has a static IP on the DSL connection and the routers
>> have a port forward setup for 3389 to the internal address.
>>
>> Cheers
>>
>
>